The Impact of Mood States and Surprise Cues on Satisfaction
Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood.
Kim, M. G. & Mattila, A. S. (2010). “The impact of mood state and surprise cue on satisfaction," International Journal of Hospitality Management, 29, 432-436.
Kim, Min Gyung and Mattila, Anna S., "The Impact of Mood States and Surprise Cues on Satisfaction" (2010). Hospitality and Tourism. Paper 2.